The role / impact
In this role, you will lead a dedicated group of specialists and seniors who provide critical support to our users. Your influence ensures that small business owners, bookkeepers, and accountants receive the empathetic and expert guidance they need to see the true value Xero adds to their business. By championing high levels of satisfaction across all contact channels, you help build a stronger economy and empower our community to reach their limitless potential.
As a member of the global leadership team, you will play a vital role in executing our customer experience strategy and meeting key objectives. You will empower your team to make decisions in the best interests of both our customers and our business, acting as a brand ambassador and a key point of escalation for complex issues.
The team / how they connect
The Customer Experience team is a global, collaborative group working together to provide 24/7 support. You will work closely with your peers and operational supporting roles to ensure alignment across global operations and a cohesive approach to supporting our users.
The team is currently working on / Initially, you will focus on
Driving alignment and cohesiveness across global operations through effective collaboration with international peers.
Uplifting team capability through ongoing coaching, development, and the proactive management of performance.
Delivering on workforce planning requirements, including availability and productivity targets within the global operating plan.
Identifying and implementing opportunities to improve service delivery and internal processes.
Where and how you can work
At Xero, we offer a flexible working environment designed to help you do your best work. For this role, the requirement is to spend three days in the office, with Wednesday being a mandatory boost day for the team to connect and collaborate in person. The remaining two days of the week can be worked from home.
Here are some of the things we are looking for
You bring experience leading and motivating teams within a customer support environment, focusing on service levels and quality targets.
Your communication style is accomplished and clear, giving you the confidence to navigate difficult conversations and areas of conflict in a positive way.
You possess a growth mindset and a passion for coaching others to achieve their full potential.
Building great relationships comes naturally to you, allowing you to collaborate effectively across a global organisation.
You have a proven ability to balance the needs of individuals with the broader goals of the business.
A background in accounting or small business would be a great bonus to help you relate to our customers' needs.
Apply even if your experience isn't a perfect match! At Xero, we hire based on your skills, passion, and the unique perspective you can bring to enhance our culture and team.
Skills Required
- Experience leading customer support teams
- Strong communication skills for conflict resolution
- Passion for coaching and team development
- Ability to balance individual and business goals
- Background in accounting or small business is preferred
Xero Compensation & Benefits Highlights
-
Leave & Time Off Breadth — Paid time off in the U.S. is extensive, including 21 days of annual leave, 10 days of wellbeing leave, five Xtra days, three year‑end company holidays, and one paid volunteer day. These layered leave types emphasize work–life balance beyond standard vacation alone.
-
Parental & Family Support — Primary caregivers are offered 26 weeks at 100% pay and partners receive six weeks, with employer‑verified applicability for U.S. staff. Family‑forming support via Carrot complements these policies.
-
Healthcare Strength — Coverage includes medical through Cigna/Kaiser, dental, vision, FSAs, and mental‑health support via Modern Health. The package reflects broad health support alongside time‑off and family programs.
Xero Insights
What We Do
Xero is small business accounting software that provides a platform on which businesses can build a fully integrated solution. It’s designed to make life better for people in small business, their advisors, and communities around the world. Xero minimises tedious admin by automating routine tasks, delivers valuable insights when needed, and brings together business data, trusted advisors, and powerful apps in one intuitive platform. By alleviating pain points, Xero empowers small business owners to supercharge their business, simplifying the complex and freeing up time from manual admin so they can focus on what really matters to build the business they’ve always envisaged.
Why Work With Us
Xero is a human-centric organization where you’ll have a tangible impact on the success of small businesses and their communities, globally. Our team of energised, forward-thinkers work to make life better for our customers and each other every day. We’re also always committed to supporting you with a flexible environment.
Gallery
Xero Teams
Xero Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Join us from home or at one of our beautiful workspaces. Xero has offices in Australia, New Zealand, United Kingdom, United States, Canada, Singapore, and South Africa.
